Powering a Data-Driven Transformation in Digital Patient Access

With rising consumer demand for convenient online self-service, legacy SCL Health (now Intermountain Healthcare) laid out a digital transformation strategy focused on helping guide people to engage easily and confidently throughout their health journey, anywhere and anytime. Their strategy focused on improving online patient access, specifically online appointment booking for consumers, meeting consumers where they are across channels, and gaining deeper insights into consumer behavior to help continuously improve the experience. When building this part of the digital roadmap, legacy SCL Health leveraged technology to create easy-to-use online access based on powerful data infrastructure. Standardized provider and location information enterprise-wide allowed them to build out a better consumer experience by activating accurate, consistent data across digital channels. Consumers can now search by symptom or condition, location or care options, view real-time availability, and self-schedule appointments. Additionally, SCL Health can identify search patterns and trends, gain insight into drop-off points in the conversion funnel, and ensure they have the right supply of provider availability to meet demand. A data-driven approach increased online bookings by 21% in less than a year (73% of those were new patients), and provided actionable information on consumer behavior. The result is an outstanding patient access experience.